Account based technician notification work around.
Please note this is applicable only to those Accounts that has only one site.
In order to receive technician notification on request creation, for a particular account, we have a work around here.
Since there is only one site under this account, you can make use of Business rules configuration notification to alert the technician.
1. Navigate to Admin->Business rules. Select the appropriate Account/Site.
2. Add a business rule like the one specified below,
Here action is set to Change status to Open considering the fact that majority of the tickets when created, falls under open status.
3. Enable email notification for technicians and select the technician who should be notified.
4. Edit the Email template as per new ticket creation. Now all the tickets created for this site will have the notification sent to the respective technicians.
New to ADSelfService Plus?
Related Articles
Technician notification based on the site
This KB will help you to get the notification about based on the site to a technician. Please follow the below instructions. Please navigate to Admin >> Request timer action >> Add new timer action. Please configure the below in the application. ...Account based outgoing mail sever settings post build 14001
ACCOUNT BASED OUTGOING MAIL SERVER FEATURE: The account based outgoing mail server feature was introduced in builds 14001. Purpose: Having multiple accounts in the application, we use the account support email addresses to distinguish incoming emails ...Assign Technician for the unassigned requests using Notification Custom Function
Requirement: When a technician addresses an unassigned request, the corresponding ticket is automatically assigned to that technician. Steps to configure: 1. Download the attached scripts. Copy the contents into Notification custom functions. 2. Goto ...Script to send notification to users on upcoming contracts
Please follow the below link to setup python on the server https://pitstop.manageengine.com/portal/en/kb/articles/how-to-setup-python-on-the-server-11-11-2019 Steps to configure 1. Extract the attached zip file in <Home>/integration/custom_scripts ...Notification 'From' address based on type of users
Below is a matrix that shows from where users will receive notifications while sending emails to different support email addresses in the application. Users Sends email to Account Support email address Sends email to Group Support Email address ...